yydog_yn 2006-4-11 18:16
神秘顾客调查的2个经典guidelines
神秘顾客调查在国内还是一个人云亦云,不知所云的状态.须得好好学习
guidelines 1
【资料成文时间】：September 2003
【语言】：English
【页数】：9
【何人（公司）所著】：MSPA(Mystery Shopping Provider Association )EUROPE
【文件格式】：pdf
【文件原名】：Advisory Guidelines for Mystery Shopping in Europe
【摘要或目录】：
Mystery Shopping can be difined as:
The use of individuals trained/briefed to experience and measure any customer service process,by acting as potential customers/actual customers and in some way reporting back on their experiences in a detailed and objective way.....
guidelines 2
【资料成文时间】：March 2003
【语言】：English
【页数】：10
【何人（公司）所著】：MRS英国市场调查和研究协会
【文件格式】：doc
【文件原名】：Guidelines on mystery customer research
【摘要或目录】：
These guidelines interpret and expand the existing MRS Code of Conduct. They should be read in conjunction with other MRS guidelines particularly the Qualitative Research Guidelines, Best Practice in Employee Research and the forthcoming Observation Guideline. The main aim of these guidelines is to ensure that research is transparent to respondents in order to promote public support for market research. More generally they seek to promote professionalism in the conduct of mystery customer research.
Research is founded upon the willing co-operation of the public and of business organisations. It depends upon public and business confidence that it is conducted honestly, objectively, without unwelcome intrusion and without harm to respondents.
The general public and other interested parties shall be entitled to complete assurance that every research project is carried out in accordance with the Code of Conduct and that their rights and privacy are respected. Although anonymity cannot be upheld in all situations particularly with the use of surveillance equipment (see Part B Clause 1.1.2) the principles contained in the MRS Code of Conduct do otherwise apply, and transparency is a key aim in order to comply with the Data Protection Act 1998.
xinxinwa50 2006-4-11 18:19
呵呵，全english哟~~~~